Education

2004/2007 Masters of Arts (Political Science) at University Of North Bengal

2001/2004 Bachelors of Arts (Political Science) at St. Joseph's College

Experience

2012 till date Vidhya Jyoti Institute at Private Tutor

• Collaborated with students to complete homework assignments, identify lagging skills and correct weaknesses
• Offered complete instructional support for students unable to attend regular classes
• Taught and assisted students in such areas as Politics, governments and international relations, creating tailored
lesson plans and study guides on the subject matter
• Updated required logs and student documentation to keep records accurate and current
• Supported teacher instruction by discussing concepts and creating custom practice questions
• Worked with students in classrooms, small study areas to provide educational support
• Planned lessons for allotted time to strengthen weak subjects and build skills on stronger ones
• Educated students on study tips and exam strategies

2009/2012 Senior System Executive/IT Helpdesk Analyst at Cognizant Technology Solutions Pvt Ltd

• Providing 24×7 first level Support and first call resolution to the Onsite and Offshore Users
• Provide users with technical support for computer problems related to Software Installation, Windows Login
issues, System performance, and Printer configuration
• Worked and used Tools like AD, Remedy, Remote Desktop Access
• Interacted with customers professionally by phone, email or in-person to provide information and direction to
desired staff members
• Resolved issues and escalated problems with knowledgeable support and quality service
• Maintained flexible schedule and responded to after-hours and weekend emergencies
• Analysed and solved multi-faceted problems that effected executive leaders and business initiatives
• Established efficient workflow processes, monitored daily productivity and implemented modifications to
improve the overall effectiveness of personnel and activities
• Supervised and guided new employees on daily Tasks and responded quickly to questions, which improved understanding of job responsibilities
• Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills
• Managed CRM database, including troubleshooting, maintenance, updates and report generation
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities
• Helped employees with day-to-day work and standardized job tasks and trained junior team members on industry best practices and standards

2007/2008 Process Executive/Call Center/Customer Service at Infosys BPO

• Prepared and maintained accurate and current customer account and documents with manual forms processing and digital information updates for customer and business needs
• Answered telephone or online requests and completed interactions quickly to meet productivity goals
• Investigated basic issues and escalated more complicated concerns
• Maintained office supplies inventory by checking stock and ordering new supplies as needed
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations
• Analysed and escalated complaints, issues and grievances to designated departments for investigation and response
• Conferred with customers about concerns with products or services to resolve problems and drive sales
• Answered customer questions regarding merchandise and pricing
• Engaged in continuous learning and development opportunities to promote continued performance improvement
• Communicated with customers to assess and address individual needs, providing timely and quality support via email and telephone systems
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
• Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions
• Determined root causes of issues and solved diverse problems to improve business operations and management
• Managed customer calls effectively and efficiently in complex, fast-paced and challenging call centre environment
• Compiled customer feedback and recommended service delivery improvements to management